Call Centre Supervisor

**Listing reference**: click_015060**Listing status**: Online-
**Position summary**

**Industry**:FMCG & Supply Management
- **Job category**:Other: FMCG, Retail, Wholesale and Supply Chain**Location**:Roodepoort
- **Contract**:Permanent**EE position**:Yes**Introduction**
- We are looking to recruit a permanent Call Centre Supervisor to work for United Pharmaceutical Distributors (UPD). The role will be based at the Roodepoort, Lea Glen branch and will report to the Call Centre Manager.**Job description**

**Job Purpose**:

- To Plan, direct and coordinate call centre activities on a daily basis to ensure quality service is delivered at all times.
- Ensuring every order/query is managed immediately and overseen until resolution

**Job Objectives**:

- To ensure 80% of all calls are answered within 20 seconds of waiting.
- To ensure that the call centre staff meet their required KPAs as per the occupancy.
- To motivate and monitor daily performance of the call centre staff.
- To do a needs analysis for the call centre staff in order to draw up an action plan to deliver to the requirements
- To compile and generate reports in order to analyze the information and to improve the efficiency and financial viability of the call centre.
- To manage call scheduling in accordance with call volumes.
- To conduct performance management on a monthly basis to address non-performers.
- To ensure that all complaints and escalations are resolved within accordance to SOPs.

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**Quality Outputs of the Job**:

- **Duties**: To ensure 80% of all calls are answered within 20 seconds of waiting.
- Staff scheduling to ensure maximum availability of operational staff.
- Log and handle Over flow of queries
- Place over flow orders
- Manage escalations and emergencies until resolved

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- **Duties**: To ensure that the call center staffs meet their required KPAs as per the occupancy.
- Monitoring, reporting and engaging agents to ensure KPA objectives are met.
- Follow through on disciplinary and performance management as per HR regulations.
- Drive agent performance
- Drive customer centric behavior
- Manage through walk about (Staff interaction)
- Develop a passion for customers’ needs

**Duties**: To motivate and monitor daily performance of the call centre staff.- Monitor staff performance.
- Create incentive schemes.
- Work with staff to increase morale.
- Hype up staff on promotions and high customer service
- Promote recognition of staff

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- **Duties**: To do a needs analysis for the call centre staff in order to draw up an action plan to deliver to the requirements
- Analyze call center operating statistical information.
- Make informed decisions to benefit the UPD Call centre, UPD Wholesale and UPD Distribution
- All performance reviews to be statistical basis

**Duties**: To compile and generate reports in order to analyze the information and to improve the efficiency and financial viability of the call centre- Extract information from all reporting engines to report on business reviews.
- Compile reporting as required (daily, weekly, and monthly).
- Be prompt on reporting
- Understand the information, make improvements on areas of weakness
- Supervisor check list to be used to ensure that all tasks of our business is completed as per individual’s roles and responsibilities
- **Duties**: To manage call scheduling in accordance with call volumes.
- Monitor calls queues.
- Manage leave schedules.
- Manage teas and lunch breaks and training schedules.
- Manage unscheduled leave and reduction thereof.
- Manage T&A in accordance to Payroll cut offs
- **Duties**: To conduct performance management on a monthly basis to address non-performers.
- Build a reporting to track individual agent’s performance.
- Identify trends.
- Manage non-conformance to high standards of work with on the Job coaching
- Track performance improvement
- **Duties**: To ensure that all complaints and escalations are resolved within accordance to SOPs
- Well versed with UPD SOPs
- Follow up on escalations raised.
- Feedback to customers timeously
- Ensure that the customer is kept well informed.
- Record and trend issues escalated and implement preventive measure.
- Engage other departments to resolve escalations.

**Skills**:

- Ability to work under pressure
- Accuracy
- Adaptability
- Analytical skills
- Business communication skills
- Business management skills
- Checking for accuracy
- Coaching skills
- Conflict resolution
- Confronting other people
- Counseling people
- Creative thinking skills
- Customer service skills
- Dealing with complaints
- Decision making skills
- Encouraging people
- Enforcing rules
- Ethics
- Managing people
- Mediating between people
- Meeting deadlines
- Organizing files
- Organizing tasks
- Patience
- People management skills
- Prioritization skills
- Problem analysis skills
- Problem solving skills
- Taking decisive action
- Taking inititiave
- Taking personal responsibility
- Teaching skills
- Team building